End User Computing Platform Manager

End User Computing Platform Manager

Location: Schaumburg, Illinois, United States

Hybrid Work Model

Description

Industry: Insurance

Job Category: Information Technology - System Support

We are searching for an End User Computing Platform Manager to work out of our North American headquarters in Schaumburg, IL.

As a member of the End User Computing Platform Manager team supporting End User environment, the Platform Manager will focus on delivery of a consistent product and computing experience to the North America workforce.

The Platform Manager will be tasked with organizing personnel and optimizing process around "as-a-Service" delivery models which are presently strained due to rapid chance cycles. The Platform Manager role will expand End User Computing capabilities in these areas as well as address incident resolution, testing and deskside support processes and structure. This role alleviates potential span of control issues, supporting employee engagement and workforce sustainability initiatives, and is foundational to executing on Group IT's Workforce Experience strategy.

Additional responsibilities will include developing recommendations for Continuous Process and Operational improvement opportunities based on internal data, external vendor service delivery processes, and industry guidelines while leveraging process development, communication, and training experience to implement improvement opportunities. The Platform Manager will oversee Platform services which includes packaging, Implementation of group policies, L3 incident management, Software Catalog management for endpoints which includes Laptops, Desktops VDI and Citrix.

Other responsibilities will include:

• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
• Work closely with EUC team manager to set and/or implement policies, procedures, and systems and to follow through with implementation
• Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures and empowering employees to take responsibility for their jobs and goals through accountability and regular feedback
• Oversee and optimize software testing and packaging process, ensure compliance at local and global guidelines
• Provide incident resolution process that ensures end user satisfaction compliance within local guidelines
• Liaison with Service Management and End User Service teams to ensure consistent delivery, teamwork, and customer satisfaction
• Working with Deskside Support in managing relationships with key operations vendors to ensure delivery standards, overseeing PC build process and end user deployments, and developing and documenting training and processes for consistent, quality end user support

Basic Qualifications:

• Bachelor's degree and 5 or more years of experience in the Management Information Systems area
  OR
• High School Diploma or Equivalent and 7 or more years of experience in the Management Information Systems area

Preferred Qualifications:

• People management experience
• Experience in complex enterprise projects
• Strong problem-solving analytical skills
• Able to develop and drive initiatives with minimal oversight or guidance
• Excellent written and verbal communication and presentation skills
• Experience developing internal training, coaching, and mentoring protocols, and collateral
• Experience in managing Platform services which includes packaging of Software, implementation of GPO Policies, Incident management
• Experience in Microsoft Config Manager, Microsoft Intune tools
• Experience in team leadership, career coaching and management duties